SOP - Refunds

TABLE OF CONTENTS


RF-001 Setting Refund Tasks

RF-002 Refunding in Big Commerce

RF-003 Refunding in Shopify

RF-004 Refunding in Authorize.net

RF-005 Store Credits

RF-006 Refunding Orders Older than 90 Days



RF-001 Setting Refund Tasks

Situation:        A client has requested a refund. The sales / support staff have tried offering options to save the order, but the client has insisted on a refund.

Policy: Set a task to the Refund Manager to refund the order.

Procedure:

  1. Determine if it is a partial refund or full refund and then head to the order in HubSpot.
  2. If a partial refund:
    1. Hit the Tasks tab and create a new task. Ensure it is assigned to the Refund Manager. Set the task date at least 2 days out from the date of order. Typically refunds will be processed every every few days, so long as the date of order was at least 2 days previous.
  3. If a full refund:
    1. Change the Pipeline and Deal Stage to Closed - Waiting for Refund.
    2. Hit the Tasks tab and create a new task. Ensure it is assigned to the Refund Manager. Set the task date at least 2 days out from the date of order. Typically refunds will be processed every every few days, so long as the date of order was at least 2 days previous.

RF-002 Refunding in Big Commerce

Situation:        A refund has been assigned for a DO or GD order; refund needs to be processed in Big Commerce.

Policy:             Double check the refund amount and reason. Process the refund

Procedure:

  1. First the Refund Manager must verify that the refund amount listed on the task is accurate. Double check the math and if any tax needs to be applied.
  2. Head to BC and login. Search the order number that is to be refunded and check that the order was placed at least 24-48 hours ago. (Refunds will not process successfully if the order was placed on the same day).
  3. Hit the three dots under Action and select the Refund option.
  4. If refunding in full:
    1. Hit the tab to “Refund Entire Order” then hit continue.
    2. Select the Refund Method they ordered with, typically the first option. If they used a credit card the option should say “Visa - Mastercard - Discover - Amex”. If they used PayPal, it would say that.
    3. Hit Confirm Refund.
  5. If a partial refund:
    1. You can either refund the individual items or shipping or a specific dollar amount.
      1. Individual items or the shipping amount is preferable as it will automatically calculate tax. Toggle the Number of Units to be refunded then hit continue.
      2. If refunding a random dollar amount or refunding a product option within the product, hit the Apply an Order Level Refund option. Then type in the dollar amount. Remember to manually determine the tax if necessary.
    2. Select the Refund Method they ordered with, typically the first option. If they used a credit card the option should say “Visa - Mastercard - Discover - Amex”. If they used PayPal, it would say that.
    3. Hit Confirm Refund.

RF-003 Refunding in Shopify

Situation:        A refund has been assigned for a TSB order; refund needs to be processed in Shopify.

Policy: Double check the refund amount and reason. Process the refund

Procedure:

  1. First the Refund Manager must verify that the refund amount listed on the task is accurate. Double check the math and if any tax needs to be applied.
  2. Head to Shopify and login. Search the order number that is to be refunded and check that the order was placed at least 24-48 hours ago. (Refunds will not process successfully if the order was placed on the same day).
  3. Hit the Refund button up top.
  4. If refunding in full:
    1. Toggle up the total quantities of each product and option, manually type in the total shipping amount. The total refund on the right-hand side should match the total available to refund amount.
    2. Hit the refund button.
  5. If a partial refund:
    1. You can either refund the individual items or options or shipping or a specific dollar amount.
      1. Individual items or the shipping amount is preferable as it will automatically calculate tax. Toggle the Number of Units to be refunded.
      2. If refunding a random dollar amount, manually type in the dollar amount in the field on the right-hand side. You will need to manually determine the tax if necessary.
    2. Hit the refund button.

RF-004 Refunding in Authorize.net

Situation:        Client has requested a refund but when processed through Big Commerce or Shopify the transaction failed.

Policy:             Process the refund in the payment processor, Authorize.net, directly.

Procedure:

  1. Head to authorize.net, hit the Sign In button and select Merchants. Log in with your information. Refund Manager will have different login information for each website (DO/GD/TSB/BD).
  2. Hit the “Transaction Search” tab
  3. In the Transaction section, type in the order number in the “Invoice #” field, hit Search.
  4. Select the Transaction ID number and it will load a pop up.
  5. Select the Refund button and a new window will open.
  6. Type in the dollar amount in the field (the default will be the order total so be sure to change this if you are only partially refunding.)
  7. Hit “Ok”

RF-005 Store Credits

Situation:        Client requests a store credit, or store credit is a resolution offered by support team and accepted.

Policy: Double check refund amount and reason, process the store credit.

Procedure:

  1. For Big Commerce orders. Search the client’s contact within Big Commerce. Click on their name to take you into there account options. Type in the dollar amount in the Store Credit section on their account.

  1. For Shopify orders, a discount code must be made for the client. Head to Discounts, Create New and hit “Amount Off Order”
    1. Select Method “Discount Code” type a custom code specifically for this client.
    2. Type in the dollar amount in the Fixed Amount section.
    3. Toggle “No Minimum Purchase”
    4. Toggle “Specific customers” and type in the customer’s email address.
    5. Limit to One Use.
    6. Hit Save discount.
    7. Provide client with code via email.
    8. Save a note in HubSpot on the company or client account informing about this discount code.

*For Shopify discount codes, if client does not use their full store credit amount when they place their next order. Create a new coupon code for the remaining amount



RF-006 Refunding Orders Older than 90 Days

Situation:        Client has requested a refund, which has been approved but their order is older than 90 days ago. Our system will no longer let us process the refund through the regular steps listed in the above sections.

Policy: Support team should offer the client two options and then a third if neither of the first two options work.

Procedure:

  1. Option 1: Store credit. Can be processed by Refund Manager, see RF-005.
  2. Option 2: PayPal. Jackie can send the dollar amount to the client’s PayPal account.
  3. If client refuses options 1 and 2, mail a check. Jackie will need to set up a direct check to be mailed to the client.
Did this answer your question? Thanks for the feedback There was a problem submitting your feedback. Please try again later.